Research On Shanghai Citizen Service Hotline Based On Public Service Guidance

With the rapid development of economy and democratic construction, the scale of the city is enlarged, people’s living standard and political awareness has been improved, and thus demands for city management and public services have been increased. To better satisfy the growing needs of the citizens, establishing the coupling service hotline is becoming a big issue to the transition of government function.Through the establishment of this coupling service hotline, the government will comprehensively apprehend the public opinions so as to enhance the adjustment efficiency of social service resources. It will be more efficient to meet the citizen’s service requirements on government affairs, daily life, etc. And meanwhile, such establishment advances the service quality and efficiency of the hotline itself and reduces those null calls-in consisting in various hotlines. As far as the social service departments are concerned, this coupling service hotline can increase the using rate against effectual social service resources. Therefore, to establish the coupling service hotline is one of the most important acts against transition of government function, meeting the civil requirements, enhancing the service efficiency and speeding up the progress of social development.Nowadays, the hotlines, which combine government affair resources and social service resources, exist in domestic and overseas range. Through the analysis on the non-emergency hotlines of two typical cities of the States, New York and Philadelphia, the essay studies the feasibility of establishing a coupling service hotline to combine the resources and information against different government departments and social service in Shanghai with the actual requirements of Shanghai citizen and the status of existing hotline.